The player from Finland had a problem with withdrawing money from Novibet. After successful KYC verification, he had been asked to provide several additional documents, including re-submissions in PDF format and proof of his previously verified phone number. Novibet had approved his withdrawal requests. He confirmed that the withdrawal had been processed successfully and that he had received his money. The complaint was then marked as resolved.
Novibet Casino - Player’s withdrawal stopped due to excessive verification requests.
Amount: €1,500
Novibet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Dear juspeeh365,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Novibet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please clarify which documents you used to verify your phone number in the casino?
- Could you please list which documents you have already provided during verification overall and when exactly did you send the last one?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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8 months ago
Translation
Hey,
This support request can be closed.
I informed Novibet yesterday that I will transfer this investigation to MGA and eCOGRA, and today I received a reply that the withdrawal requests have been approved.
Automatic translation:
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8 months ago
Thanks for the update.
Was your withdrawal processed successfully? Has the money reached you?
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8 months ago
Dear juspeeh365,
Thanks for the confirmation. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
